Technical Support Engineer I

Smarsh
United States
Workplace: HybridFull timeUSD 60,000 - 80,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Communication","Problem-solving","Attention to detail","Documentation","Customer service"]

Technical Support Engineer I in Smarsh’s Client Services team, handling customer account changes (downgrades/cancellations) while following policies to minimize operational risk. You’ll collaborate with Support, Engineering and cross-functional teams to resolve complex issues, document thoroughly, and mentor others, using Salesforce, Jira, Slack and Confluence to drive timely resolutions.

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Smarsh
Smarsh
2 months ago

Technical Support Engineer I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Technical Support Engineer I in Smarsh’s Client Services team, handling customer account changes (downgrades/cancellations) while following policies to minimize operational risk. You’ll collaborate with Support, Engineering and cross-functional teams to resolve complex issues, document thoroughly, and mentor others, using Salesforce, Jira, Slack and Confluence to drive timely resolutions.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Process downgrades and cancellations for Smarsh products.
  • •Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
  • •Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
  • •Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
  • •Capture, reuse and share knowledge using Confluence.

Pay and Benefits

Salary: USD 60,000 - 80,000 annually

Key Requirements

  • •5+ years of customer service experience
  • •Ability to understand complex issues and communicate them to clients clearly
  • •Ability to understand implementation processes and application consoles
  • •Experience troubleshooting technical solutions
  • •Strong documentation skills and technical competency
Experience:5+ yearsSaaSRegTech
Skills:CommunicationProblem-solvingAttention to detailDocumentationCustomer service
Languages:English
Tech Stack:SalesforceConfluenceJiraSlack

Company Brief

Smarsh
Provides cloud-based archiving, compliance, and e-discovery solutions that capture, retain, and monitor electronic communications across email, social media, mobile, and collaboration platforms for regulated industries.
Industry: RegTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Portland, United States
Founded: 2001
WebsiteLinkedIn